Role Description Responsible for providing quality customer service via phone by utilizing exceptional communication skills. Responsible for accurately updating and maintaining the customer accounts in a timely manner, while assisting in general customer inquiries, invoice questions, customer complaints, opening trouble tickets, and taking customer payments. Maintains a high-level quality and CSAT scores while solving problems in an efficient manner. - Provide quality customer service via phone, chat, and email while utilizing exceptional communication skills. - Open trouble tickets for specific customer issues. - Explain product options and related charges clearly and concisely. - Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer (CRM application) primary tool. - Take customer payments or offer other payment options for the customer. - Use existing procedures to solve routine or standard problems; receive instruction, guidance, and direction from others as needed. - Maintain quality scores and call center metrics. - Promote self-service tools such as IVR and Web. - Inform customers of promotions and new or upgraded products. - Quote rates and encourage customers to utilize prepay options. - Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality for SVC, Tablet, and E-messaging. - Assist with questions during the Nesting stages of the training process or as needed. - Access to additional programs/platforms which may include S-Gate. - Perform other related duties and responsibilities as required or assigned. Qualifications - Ability to read and comprehend simple instructions and short correspondence. - Ability to write straightforward explanations of trouble tickets submitted. - Ability to ask effective questions and present information clearly and concisely. - Ability to clearly communicate with customers, both verbally and written. - Able to handle sensitive and emotional calls that require empathetic responses. - Adaptable to unforeseen situations, fast-paced environment, and keeping the focus on the customer. - Ability to communicate and respond to customers while keying information into the system. - Ability to navigate multiple applications in several environments. - Ability to follow a set schedule, including taking timely lunches and breaks. - Must have access to high-speed internet for remote connectivity to Securus network when applicable. Requirements - High school diploma or GED. - At least 3 months of previous call center and/or customer service experience. Preferred Qualifications - 3 years of customer service experience with at least 2+ years in a call center environment. Physical Requirements - While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment. - Occasionally, this position may need to reach, stoop, or kneel. Benefits - Salary: $17/hr - Health Insurance - 401(k) - Disability - Life Insurance - Paid Time Off - Voluntary Benefits

Role Description Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Revenue (ADOR) our mission is to Serve Taxpayers! ADOR is looking for individuals who are committed to service, community, and teamwork. Come Join the ADOR Team! The Tax Collector 2, Customer Care is responsible for the collection of delinquent tax liabilities of assigned cases on behalf of the Department of Revenue. This role contacts and completes the collection of tax liabilities and delinquencies via phone calls, emails, or other means of contact to negotiate payment plans and/or enforce collection activities. All work is to be completed while educating taxpayers and promoting voluntary taxpayer compliance. - This role is eligible for remote work with occasional presence in the Phoenix office following a 6-9 week onsite training. - This position may be available for remote work within Arizona with an initial 6-9 week training full time onsite. Qualifications - Basic knowledge and understanding of Federal and State tax statutes, administrative rules, and regulations. - Basic knowledge and understanding of tax collection enforcement rules and regulations. - Knowledge of investigative and research techniques. - Knowledge of tax filing requirements and supporting documentation necessary to process tax returns. Requirements - Strong communications skills, to include verbal, written, and active listening. - Effective organization and time management skills. - Strong interpersonal skills and demeanor. - Strong negotiation and persuasion skills. - Proficient in the use of a PC/laptop in a Windows environment; in the use of the Internet; and in the use of Google Suite applications. - Proficient in the use of tax reporting systems. - Ability to clear a comprehensive background and clearance process. - Ability to read, interpret, disseminate, and apply complex tax-related information. - Ability to think creatively, critically, and strategically when analyzing and proposing compliance solutions. - Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another. Benefits - Affordable medical, dental, life, and short-term disability insurance plans. - Participation in the Arizona State Retirement System (ASRS) and long-term disability plans. - 10 paid holidays per year. - Vacation time accrued at 4.00 hours bi-weekly for the first 3 years. - Sick time accrued at 3.70 hours bi-weekly. - Paid Parental Leave - Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child. - Deferred compensation plan. - Wellness plans. - Tuition Reimbursement. - Stipend Opportunities. - Infant at Work Program. - Rideshare and Public Transit Subsidy. - Career Advancement & Employee Development Opportunities. - Flexible schedules to create a work/life balance.

• Respond to customer inquiries via phone, email, chat, and SMS; • Resolve customer concerns and provide solutions; • Escalate complex issues when necessary; • Maintain accurate customer records in CRM systems; • Follow up with customers as needed; • Assist with order tracking, account updates, and general support requests; • Ensure a positive customer experience throughout all interactions;

• Manage multiple live chats at a time consistently throughout the day • Troubleshoot client issues and research resolutions • Provide timely, detailed, and valuable responses to clients • Coordinate with cross-functional teams including Tech, Tax, and Risk to ensure client inquiries are addressed appropriately • Provide accurate information about products, services, policies, and account details • Maintain a professional, friendly tone even in high-pressure situations